This study aims to investigate interrelationships among perceived service fairness, emotions, and behavioral intentions in a fast food chain restaurant context. we use terms that are commonly use on the study of fairness or justice perception. This study uses purposive sampling and the survey method to generate our sample which consists of 800 respondents from big cities in Indonesia, namely: Jakarta, Semarang, Surabaya, Medan, and Makassar. The data are analyzed using Structural Equation Modeling (SEM). The results show different roles for each fairness perception in relation to peoples’ emotions and behavioral intentions, based on the Mehrabian-Russel model. Three fairness variables (price fairness, outcome fairness and interactional fairness) have positive and significant effects on customers’ positive emotions, while, procedural fairness does not influence the formation of a positive emotion. Furthermore, a positive emotion has a positive influence on a customer’s behavioral intention. Data collected in this study are limited to the context of the restaurant industry, therefore, precaution must be taken when generalizing these results to other industries. The results of this study can serve as guidelines for managers in the restaurant industry to develop effective and efficient strategies for ensuring their services’ perceived fairness and its impact on both customers’ retention rates and the companies’ financial gains.

中文翻译：

---

客户感知的公平；印度尼西亚的快餐连锁餐厅

这项研究旨在调查快餐连锁餐厅环境中感知到的服务公平性，情感和行为意图之间的相互关系。我们使用在公平性或正义感研究中常用的术语。这项研究使用目的性抽样和调查方法来生成我们的样本，该样本由印度尼西亚大城市（雅加达，三宝垄，泗水，棉兰和望加锡）的800名受访者组成。使用结构方程模型（SEM）分析数据。结果显示，根据Mehrabian-Russel模型，每种公平观念在与人们的情感和行为意图相关的不同角色。三个公平性变量（价格公平性，结果公平性和互动公平性）对客户的积极情绪具有积极和显着的影响，而 程序公正不影响积极情绪的形成。此外，积极的情绪对顾客的行为意图有积极的影响。本研究中收集的数据仅限于餐饮业，因此，将这些结果推广到其他行业时必须采取预防措施。这项研究的结果可以作为餐饮业管理人员制定有效策略的指南，以确保其服务的感知公平性及其对客户保留率和公司财务收益的影响。将这些结果推广到其他行业时，必须采取预防措施。这项研究的结果可以作为餐饮业管理人员制定有效策略的指南，以确保其服务的感知公平性及其对客户保留率和公司财务收益的影响。将这些结果推广到其他行业时，必须采取预防措施。这项研究的结果可以作为餐饮业管理人员制定有效策略的指南，以确保其服务的感知公平性及其对客户保留率和公司财务收益的影响。